• Application Deadline:
• Position: Help Desk Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 3 years



• Location Lagos




• Job Field Customer Care, Success and Service 
  
  

Job role

• We are seeking a Help Desk to provide first-line technical support to employees, troubleshoot hardware and software issues, manage support tickets, and ensure users can effectively access IT systems and services.

Key Responsibilities

• Provide Level 1 technical support through phone, email, chat, or ticketing systems.


• Diagnose and resolve hardware, software, network, and account-access issues.


• Install, configure, and troubleshoot computers, printers, mobile devices, and peripherals.


• Create, update, prioritize, and close support tickets.


• Troubleshoot Windows, Microsoft 365, Outlook, Teams, and common business applications.


• Assist users with password resets, account lockouts, MFA, and access issues.


• Perform basic network troubleshooting involving Wi-Fi, LAN, VPN, DNS, and connectivity.


• Create and manage user accounts and permissions according to company procedures.


• Escalate complex issues to Level 2/Level 3 support, networking, security, or infrastructure teams.


• Maintain IT documentation, knowledge-base articles, and troubleshooting procedures.


• Track hardware assets and assist with equipment deployment and replacement.


• Follow IT security policies and protect confidential company information.


• Provide excellent customer service and communicate technical solutions clearly to non-technical users.

Qualifications

• Diploma or degree in Business Administration, Computer Science, Information Systems, or a related field.


• CompTIA A+ is advantageous.


• CompTIA Network+ or Security+ is a plus.


• Microsoft certifications are beneficial.

Typical Experience:

• Help Desk Analyst: 1–3 years


• Senior Help Desk / Desktop Support: 3–5+ years

Required Skills:

• Microsoft 365 and Outlook support


• Hardware and peripheral troubleshooting


• User account and password management


• Ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Freshservice


• Strong communication and customer-service skills